What's the management like there? That's really where it has to start. There are so many self-help and self-improvement books out there specifically because we humans are so bad at it. ITSM is basically self-improvement for I.T. so it will suffer from neglect in the same way if there isn't sufficient pressure to stick with it. So for management, they need to be the ones driving this thing. Claire mentioned hiring new people to help overworked folks. That's a double-edged sword because it reduces job security for the "I.T. hero" types, but helps out management who need to identify if people are underworked or overworked. It helps find reoccurring problems and get them truly fixed rather than have people do workarounds over and over. From an upper I.T. management perspective, if they aren't doing some form of ITSM, they really don't have control of their organization. As a result, the most successful shops I've seen are where usage of something like Remedy is a requirement from the top.
Upgrading will be good, but the Windows User Tool won't work with ITSM on 7.6.4 or 8.1 so you have to be prepared for that. However, there's not really any additional functionality that you will gain which will impress the BOFH unix types. If you had people who were more into Twitter and mobile phones and stuff you'd probably be able to get them on board from a technical standpoint, but you have the exact opposite. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock Sent: Wednesday, March 26, 2014 10:48 AM To: arslist@ARSLIST.ORG Subject: How can I increase user adoption? ** Howdy list! I recently came into a new environment where the user base (IT users only) are not very inclined to use Remedy unless they absolutely, positively must (such as for change requests). I am looking for any ideas to help me increase user adoption across the IT department which happens to have lots of *nix people who have a built-in bias for a CLI (so any GUI will have an uphill battle). Unfortunately our environment is ARS 7.1 with ITSM 7.0.3 so that's sort of strike one against me. It appears that most users are still using the Windows User Tool (WUT) which in my mind is strike two since we are living in an era of browser-based apps and in general the WUT interface just looks old. IMO users are missing out on opportunities for tracking and metrics that could be very useful for them just because they dislike the UI. I am thinking that maybe as I get to know my user base I try to push them towards the mid-tier as a first step, that is one less fat client running on their desktop. I am hoping to get the upgrade project to 8.1 into the initial planning stages soon but it will be quite a while before we are ready to start any actual work. (On a side note my plan is to stand up a fresh 8.1 server, copy over/recreate our customizations (as overlays where necessary) and then migrate the data using rrr|Chive.) In the meantime is it worth investigating the possibility of running a newer version of mid-tier against my 7.1 app server? I'm not sure if there are any visual or usability enhancements to be gained by doing so and don't want to waste time looking up compatibility charts if there's little to no improvement down this path. Any and all suggestions are welcome and feel free to toss a raspberry my way for still being on 7.1 (long story that I don't want to relate, suffice to say that I inherited the environment as did my predecessor.) I did start a complementary topic over at BMC Communities just on the off chance that there are people with valuable information there who don't read the ARSList (although I can't imagine why). https://communities.bmc.com/message/414397 Thanks, Rick _________________________ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
